1. INTRODUCTION
The customer service charter has been developed to monitor efficient service delivery to ACB Plc’s customers. This will help to further facilitate the standardization of the services delivered and to communicate to the public the service that ACB Plc deliver. It details the service standards that ACB Plc is committed to deliver and outline the feedback and complaint procedures who may have challenges with our services. Our commitment is to ensure that we provide the highest standards of excellence services to our customers. We welcome all feedback to create a customer -centric culture and to deliver value to our customers.
2. ACB PLC BANK MISSION, VISION, CORE VALUE AND MOTO
i. Vision
To be a leading Christian financial institution that contributes to holistic and sustainable development.
i. Mission
To bring a holistic transformation into the community through quality financial services.
ii. Values
– Quality service
– Transparency
– Integrity
– Accountability
iii. Moto
Taking financial services closer to the People
3. OUR KEY COMMITMENTS
a. Service
- Consistently deliver high level of service at any of our point of service.
- Act consistently fair and reasonable towards you in an ethical manner.
b. Confidentiality
- Treat all customer’s information private and confidential.
- Ensure the safety and security of its usage
c. Accountability
- Ensure customers understand.
- The financial benefits,
- The risks involved,
- The product profiles of services of interest.
- Ensure all products and services comply with relevant Financial Institutions’ Laws and Regulations.
d. Fairness
- Ensure that any transaction conducted fulfill all ethical requirements in regards with fair treatment of its customers.
- Display established procedures of how to submit complaints to ensure that any dispute between us is quickly and fairly attended.
e. Transparency
- Always provide the client clear, relevant, and timely information to help make an informed decision about our products and services.
- Where applicable, avail a set of Terms and Conditions relating to each banking product or service, with all the fees, charges, penalties and relevant interest rates, your liabilities, and obligations highlighted.
- Inform the client, through various channels (eg. over the internet, by telephone, e-mail, text or at our branches) of available products and services; alternatively, the client can contact us for information or provide feedback through these channels
i. Mission
To bring a holistic transformation into the community through quality financial services.
ii. Values
– Quality service
– Transparency
– Integrity
– Accountability
iii. Moto
Taking financial services closer to the People
3. OUR KEY COMMITMENTS
a. Service
- Consistently deliver high level of service at any of our point of service.
- Act consistently fair and reasonable towards you in an ethical manner.
b. Confidentiality
- Treat all customer’s information private and confidential.
- Ensure the safety and security of its usage
c. Accountability
- Ensure customers understand.
- The financial benefits,
- The risks involved,
- The product profiles of services of interest.
- Ensure all products and services comply with relevant Financial Institutions’ Laws and Regulations.
d. Fairness
- Ensure that any transaction conducted fulfill all ethical requirements in regards with fair treatment of its customers.
- Display established procedures of how to submit complaints to ensure that any dispute between us is quickly and fairly attended.
e. Transparency
- Always provide the client clear, relevant, and timely information to help make an informed decision about our products and services.
- Where applicable, avail a set of Terms and Conditions relating to each banking product or service, with all the fees, charges, penalties and relevant interest rates, your liabilities, and obligations highlighted.
- Inform the client, through various channels (eg. over the internet, by telephone, e-mail, text or at our branches) of available products and services; alternatively, the client can contact us for information or provide feedback through these channels.
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